Rawreth Court

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the provider involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question requires improvement. At this assessment the rating has changed to good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

The provider was previously in breach of the legal regulation in relation to dignity and respect. Improvements were found during this inspection, and the provider was subsequently no longer in breach of this regulation.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

People and relatives spoke positively about the caring and compassionate relationships they had with staff. People consistently described staff as kind, patient and supportive, and many told us they felt safe and well cared for.

A relative of a person using the service told us, “Can’t give staff enough praise not just nurses and care staff even down to kitchen staff and laundry so nice to me and [person], 100% treat [them] with dignity”. A person who uses the service told us, “They (staff) are all friends who have the goodness in their heart. I have everything I need. There’s absolutely no complaints.”

We observed several positive examples of compassionate care. Staff spoke respectfully to people, provided reassurance during care and support, and took time to explain what they were doing. People appeared comfortable in the presence of staff, and interactions demonstrated genuine warmth, kindness and understanding of people's individual needs.

The provider treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The provider treated people as individuals and respected their preferences, choices and personal histories. People and their relatives described staff as knowing them well and understanding their routines, wishes and the things that mattered to them.

People’s care records explained any specific personal, cultural, social or religious needs and how these would be met. We noted individual strategies and approaches were used with people, to ensure staff communicated effectively and people’s care and support met their specific needs.

The provider promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff demonstrated a good understanding of balancing people's right to make choices with the need to keep them safe. People and their relatives described staff as knowing them well and respecting their wishes. This provided assurance that people were supported in accordance with their preferences and individual routines.

Activities were provided by a dedicated activities staff members who was employed by the service. Care and nursing staff also engaged with residents in activities. We saw positive observations such as a staff member dancing with a person and others painting together. The service also launched a namaste care room within the past year. Namaste care in dementia settings is a holistic approach to care, with the approach incorporated into all aspects of daily life and activities. The provider reported positive outcomes from this and we saw evidence of frequent activities and engagement with people using this model. One staff member told us, “Namaste, most people do like it, we know who enjoys it, we choose with residents, sensory lights, smells, we have to cater each individual resident, hand massage, foot massage. Whatever is comfortable for them.”

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly to people’s immediate needs. During the inspection, call bells were answered without delay and staff responded to people in a timely and reassuring manner. Handover discussions demonstrated that information was shared when people's needs changed, helping to ensure staff had up-to-date information about the people they supported.

Records showed appropriate referrals had been made to external services when specialist input was required. Staff responded to people's needs as they arose and took action to minimise discomfort, distress and concern. This helped to ensure people received timely support and reduced the risk of their needs escalating without appropriate intervention.

One person at the service told us, “They are all very hard workers here. This one here (staff member), [they’re] an absolute star, marvellous. I’m doing well. It’s brilliant, really. They give us the meds we need. There’s nothing to want.”

The provider cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff spoke positively about working at the service and described colleagues and leaders as approachable and supportive. One staff member said, “I feel since the registered manager has been on board, people’s morale has been more positive, staff seem happier and I think that comes in to everyone being a team and wanting to help each other. And now we have the GSF award that boosts people to realise they are doing alright.” Gold standards framework accreditation (GSF). This is a quality and training improvement programme to deliver high standard end of life care.

Staff told us of opportunities to expand their practice, such as being given support to engage with additional training and development. These were well received and staff felt enabled to progress and provide high-quality care to those at the service. The registered manager told us, “We recognise all success. We have access to apprenticeships routes, we give staff access to training of their interest, and we work with partners such as hospices and staff attending conferences at [a national university] university”.